V2 Rubric Detail — 644c3432-7567-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-01 16:10
Duration
7m 38s
Contact
Marty Burns
Issue Type
WiFi Connectivity
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Joziel Licmoan
HappyFox Case
#LTS00135508
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: EA7500_unable to connect EUFY camera to the network
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (2 hallucinated segments, 1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.3/5

V2 Rubric Scores

Resolution1.56/5
Technical0.94/5
Communication2.50/5
Ownership4.00/5
EscalationN/A
Customer Exp1.79/5
Overall40.2% (+14.2)

V2 Grader Summary

The agent failed to resolve the camera connectivity issue, provided materially inaccurate technical information (model confusion, false end-of-support date, 'mobile firmware' myth), and did not utilize available tools like the local web interface for real-time troubleshooting. While ownership was maintained, customer effort increased due to miscommunication and deferred support, resulting in a partial resolution outcome.

V1 Case Analysis

Customer unable to connect EUFY security camera to EA7300 Wi-Fi. Agent incorrectly stated the router is end-of-support, confused model with EA7500, and provided only a generic power-cycle suggestion. Promised email with steps was not confirmed sent. No actual troubleshooting performed.

Troubleshooting Steps
  • Requested serial number (not provided).
  • Incorrectly stated the EA7300 is end-of-support as of August 9, 2025.
  • Mistakenly referenced EA7500 model during troubleshooting.
  • Suggested power-cycling the router for 2-3 minutes.
Key Observations
  • Agent made a materially false claim that the EA7300 is end-of-support as of August 9, 2025 — this date does not exist in Linksys policy or KB.
  • Incorrectly referred to EA7500 model after customer confirmed EA7300, leading to confusion.
  • Failed to verify Wi-Fi security mode, band selection, or password — all critical for camera connectivity.
  • Did not capture customer's email correctly despite phonetic spelling, breaking the promised follow-up.
  • Provided only a generic power-cycle step without validating or escalating.
Positive Highlights
  • Agent asked for the router serial number at the start [01:00].
  • Attempted to gather information about the security camera model (EUFY) [02:00].
Agent Errors / Gaps
  • Incorrectly claimed the EA7300 is end-of-support as of August 9, 2025 — this is factually false and contradicts KB guidance (EA7300 firmware updates were available until 2023; no future cutoff date exists).
  • Referred to EA7500 model instead of EA7300 after customer identified the correct model [02:00-03:00].
  • Failed to obtain or confirm the customer's email address despite phonetic spelling (F-I-F-T-Y-C-A-L-B-R@AOL.COM) [04:00-05:00].
  • Did not verify Wi-Fi security mode (WPA2/WPA3) or band (2.4 GHz) compatibility for the EUFY camera, which is critical for connectivity.
  • Did not confirm the router's actual firmware version or auto-update status, despite mentioning firmware in initial response.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Camera still not connected; agent only suggested power cycle and promised email steps without confirmation of fix.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent asked for serial number and suggested power cycle but skipped key checks (Wi-Fi band, security mode, SSID/password) despite KB guidance.
R3 Partially Met Correct resolution path conf 85%
Agent correctly identified EA7300 as out-of-warranty and offered best-effort help via email, but failed to provide actionable troubleshooting steps during the call.
Technical Accuracy
T1 Partially Met Technically accurate info conf 90%
Agent identified symptom (camera won’t connect) but failed to investigate root causes like 2.4GHz band compatibility or security mode, which are critical per KB.
T2 Not Met Appropriate tools / resources used conf 95%
Agent deferred all guidance to email instead of guiding customer to local web interface (http://192.168.1.1 or myrouter.local) to verify settings, as specified in universal_password_login.md.
T3 Not Met No misinformation conf 98%
Agent provided multiple inaccuracies: referred to EA7500 instead of EA7300; claimed 'mobile firmware' cannot be upgraded (contradicted by universal_eol_firmware.md); and cited an end-of-support date (August 9, 2025) not found in any KB.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent maintained basic control but had awkward pauses, repeated email slowly without confirming, and failed to set clear expectations about email content or timing.
C2 Partially Met Confirmed understanding conf 80%
Agent used simple terms but did not adapt to customer’s expressed confusion ('I don’t know if I could even figure it out'), nor confirmed understanding of steps.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case, did not transfer, and committed to sending follow-up instructions.
O2 Partially Met Proactive follow-through conf 85%
Agent promised an email but gave no timeline or confirmation of when it would arrive, reducing reliability of follow-up.
O3 Not Applicable Closure confirmation conf 100%
No prior case history; this was first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted — issue was within scope for L1 support.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent was polite but used scripted closings ('you're welcome', 'take care') without acknowledging customer frustration or effort spent trying to set up cameras.
X2 Partially Met Tone & rapport conf 80%
Agent matched a neutral tone but did not adjust pace or simplify further when customer expressed uncertainty about logging in, indicating limited responsiveness to emotional state.
X3 Not Met Overall experience conf 95%
Customer had to repeat email multiple times due to agent’s mishearing, and was sent an email instead of receiving real-time help — increasing effort unnecessarily.
Call Transcript12 turns · 14 lines
Speaker 1
Yeah, I'm trying to get some cameras up at my house, but apparently my Lynxys router, I have the proper security on it. And, I don't know the foggiest idea,
00:00
Speaker 2
Welcome to Linksys support. To ensure quality service, your call may be monitored. For in-warranty products, our support team is available to help with performance and hardware issues. Register your product by visiting register.linksys.com. Please have your device's serial number ready. For assistance, press 1 now. For out of warranty products, paid support may be available depending... Please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty product, paid support option may be available depending on the issue. Thank you for calling Linksys. This is Elle. How can I help? Ah okay sir can you provide me sir with the serial number of your linksys, let me, double check. Uh the one that's on the main router you will find it here at the bottom. It's labelled as SN. Okay so thank you so much. Let me just pull that one up here. This one sir is the EA7300 Ver. 1. Linksys does not support the firmware upgrade on mobile firmware. In order for you to proceed with the firmware upgrade of your router, we encourage you to visit Linksyus Security Advisories to check the list of firmware version or 2X, 2X52, 2X5200, please find it here on the Sercom 7202. 2492.
00:00
Speaker 1
Yes, it is. V2. Uh, look. It's called EUFY. Must have a WPA... security, WAP.
02:00
Speaker 2
Okay. And what security camera are you trying to set up, sir? Okay. Let me double check that one here. I see. Usually, so, for this one, we can double check it if you if you access the web interface. So, um, if you have a computer or a device that's connected to the Wi-Fi of the EA7500, um, we just need to access the web interface.
02:00
Speaker 1
Uh, yeah, that'll be fun. Um, I uh, I I don't know if I could even figure it out, but I guess I can try.
03:00
Speaker 2
the EA 7500 usually it's already WPA2 because it's using I guess a Wi-Fi five technology that usually are compatible with most cameras. for this one sir I can send you an email step by step on how you can log in to the web interface because base here on our system the device is already end of support so we are no longer supporting the unit since August 9th of 2025. so I can send you an email step by step on how you can log into the interface to check the security of encryption. Okay. can I have Yes sir. Okay.
03:00
Speaker 1
Oh yeah, you could send that to uh F-I-F-T-Y-C-A-L-B-R@AOL.L.com. F for Frank. So 50? Yep. F-I-F-T-Y
04:00
Speaker 2
But um yeah, it will be um no worries. I will lay it out properly so at least it will be easier for you to follow the step-by-step for the EA 7500. And um can I have an email address? [silence] Um let me repeat that one sire. Is that sir S for Sam or F for frank? So that's F I and then that's T for tom or D for Delta. Okay. Okay. Thank you, sir. And first and last name? And who is your Internet service provider, sir? Okay. And what have you tried so far, sir, when you tried to connect [silence]
04:00
Speaker 1
you just go through what you download their app and then you just go through their instructions I looked on my you know and it just it won't connect to the camera for some reason and then it says I'm supposed to have a it just says it won't connect there's no error message yes Uh.
06:00
Speaker 2
Okay, so What is the, what is the error message you're getting? Mm, okay, is this a new security camera, sir, that you've purchased? Okay, I see. Um, if in case, maybe you can try Sir to power cycle the, um, Linksys router. So leave it off for at least 2 to 3 minutes and then power it back on and then try to connect the camera back to the Wi-Fi. Um, because, yeah, so far for this one, it has just the basic security encryption for, for more information.
06:00
Speaker 1
All right. I appreciate it. Thank you. I will. Nope. All sat. You too.
07:00
Speaker 2
supposedly, there should be no issue when you connect your camera, but try to power cycle it, if you're unable to access the web interface. but, I'll send you an email step by step on what would be the possible workaround, and then the steps to log into the, settings of the router, okay? you're welcome, sir. if anything else, just give us a call. do you have follow up questions? uh, okay. thank you so much for taking the time to call, Linksys. take care. [silence]
07:00